Ahmed Odetallah

Job Roles:

• Handling 2nd level escalation of all issues related to LAN, WAN & ISDN over Wireless, Fiber Connection or LTE for B2B customer
• Escalating the issue further to the appropriate department, for the issue to be resolved or for further information about the source of the problem
• Troubleshooting and guidance to Field engineers and the customers to solve the network related issues
• Monitoring and adding new sites in NMS
• Monitoring and troubleshooting with InfiNet and DragonWave CPE’s
• Responsible for troubleshooting of MPLS core/edge, IGW core, ACR & WIMAX CPE, ISDN core as well as fixed wireless system
• Learned common practices used by NOC engineers
• Responsible as the Final level of escalation to the end user
• Guiding the end user to an appropriate solution if required
• Also responsible to keep Logs on Customers for Data Centers & taking care of the DC in general with regards to the AC, Humidity and the Power Consumption and notifying the appropriate divisions as required.

• Handling 2nd level escalation of all issues related to LAN, WAN & ISDN over Wireless, Fiber Connection or LTE for B2B customer
• Escalating the issue further to the appropriate department, for the issue to be resolved or for further information about the source of the problem
• Troubleshooting and guidance to Field engineers and the customers to solve the network related issues
• Monitoring and adding new sites in NMS
• Monitoring and troubleshooting with InfiNet and DragonWave CPE’s
• Responsible for troubleshooting of MPLS core/edge, IGW core, ACR & WIMAX CPE, ISDN core as well as fixed wireless system
• Learned common practices used by NOC engineers
• Responsible as the Final level of escalation to the end user
• Guiding the end user to an appropriate solution if required
• Also responsible to keep Logs on Customers for Data Centers & taking care of the DC in general with regards to the AC, Humidity and the Power Consumption and notifying the appropriate divisions as required.

Worked a Call Center for few days after that I transferred to E-channel service.

Job Roles:

• Handling 2nd level escalation of all issues related to Sim, Network, E-sim, Roaming, Bill details, Router issues, Qitaf points, Bundle, Incoming and outgoing calls, OTP issue, E-sim, International calls & SMS and Mobile device issue.

Also, the third party services which are V-card issues like: iTunes, pubg and others. And STC TV, Anghami, OSN plus, Shahid, Netflix. Payment issues, call waiting issues, Fraud issues, lost sim card. ODU issue, Fiber offers or issues, DSL issue, Turbo net TT, termination lines request, Kiosk K-net issues, Apple watch issue.

• Escalating the issue further to the appropriate department, for the issue to be resolved or for further information about the source of the problem.

• Troubleshooting and guidance to Field engineers and the customers to solve the network related issues.

• Responsible as the Final level of escalation to the end user.

• Guiding the end user to an appropriate solution if required.

Tools Handled:

4G & 5G Tools:

Tabs: To check the customer account system like recharge amounts, pending payments, connection & disconnection, package, Quota, Roaming bundle.

BSS: To check the customer account system like Information details, recharge amount history, third party services, PUK details and other services.

E-payment: Check the transaction payments.

WCP: To Control the customer and support them.

Idex & T-pay: to check the third party services like: Google carrier billing, apple carrier billing, Huawei carrier billing, Winnit, and others.

Smart care: Check the network issues under customer sim card.

Infoportal: Share the accurate information to the customer.

Down sites Dashboard: Check the down sites which available in customer areas.

Add & Delete services: Roaming bundle, packages, internet booster, 5G volte, international voice access & roaming voice access, Ranety service for ringtone, FOZ Service stable the internet for gaming.

IVR: Change language information or how to contact 102.

Mystc Application issues: login, Purchase E-store issue, delivery status and customer profile.

Responsible for sales services: like provide the customer the available offers under his number and transfer the order to our sales department. And add Zeed devices, new installment information under WIZPOST system.

Required information process to the customer if requested like: Corporate team number, transfer to save team for cancelling the lines. MNP Port-in, Payment E-channel, Pre to Post Migration and Post to Pre. Transfer ownership, Reconnect and disconnect the line, Summer Suspension line process, Multi Sim service for Apple watch process, Upgrade or downgrade the monthly plan